Santrauka:
Konkuruoti verslo pasaulyje tampa vis sunkiau, o ypač – turizmo srityje. Turizmas – tai
sparčiai augantis sektorius ir kasmet yra atidaroma vis daugiau viešbučių. Siekiant atkreipti
suinteresuotų verslo subjektų dėmesį ir sukurti su jais lojalius verslo santykius, viešbučiai, siūlantys
savo paslaugas, privalo būti išskirtiniai, kitokie nei rinkos esami pasiūlymai. Kaip padaryti, kad
viešbutis skirtųsi nuo konkuruojančios viešbučių masės? Kas daro juos ypatingais bei išskirtiniais?
Reputacija yra fundamentalus atsakymas. Būtent reputacija kuria viešbučio įvaizdį bei gelbsti sukurti
patvarius verslo santykius.
Description:
Today it is becoming more and more difficult to compete in the business world and especially in the tourism sector. Tourism is a fast growing sector and more and more hotels are opened every year. In order to attract the attention of interested business entities and establish a loyal business relationship with them, hotels offering their services must be exclusive offers other than the market.
Aim of the thesis: to analyze and identify problems that damage the reputation of the public, and provide possible solutions to improve the current situation. Methods of work: analysis of various sources, scientific literature, SWOT analysis, questionnaire survey. The structure: the theoretical part of this work discusses what is reputation, its components, the model of reputation measurement. In the second part, quantitative research is carried out with the aim of finding out the reputation of the guests and employees of the Best Baltic Kaunas and its lack of improvement. In the third part SWOT analysis is performed, suggestions for improvement of reputation are provided for both employees and guests. The last part summarizes all the written work. The results: quantitative research and SWOT analysis have shown that, while reputation is good enough, there is a lack of interior refurbishment, more breakfast and professional service until complete satisfaction. Improving these areas would not only improve customer feedback, but also increase the number of new customers. Suggestions/recommendations: to solve the problems that have been discovered, first of all, to offer professional training to the staff, to improve the quality of service, as well as the reputation of the hotel. Other suggestions were to change the interior of the hotel rooms, distribute the car park, and change the breakfast menu.
